Worst Insurer due to claims process, painful nothing but hassles.
I was placed with CGU from Police Credit when I took out my car loan.
The length to resolve not a fault claims is ridiculous,broken promises incorrect information and no follow up at all along with a assessing team that is useless and never available to both the customer and apparently the claims call center as they always tell you, I've tried calling I left a message with the assessors etc.
Assessors I believed are out an outsourced agency from CGU and take forever to review and approve claims. I was told this process takes 2 to 3 busine...ss days. Two weeks later still no response or update. The process is absolutely disgusting, staff promise to chase up and sort approval with a follow up call which never happens. I am forced to contact them to chase any information up which always turns into a blame game with no outcome.
Had a crash and now my car is sitting at home waiting for it to be towed and assessed and they still cant come after over a week so Im gonna tow it myself.
STAY AWAY FROM CGU
WARNING to steer away from CGU! Worst company ever! They will try and find any policy to try not to pay you what is rightfully yours. Even the top manager will fabricate his own policy to get away with not paying you and us workaholics cant afford expensive lawyers to fight against them. Do yourself and everyone else you know a favour - STAY AWAY.
Horrible! Company that provides misleading information.
We have been with this insurance company for 3 years and it is only when it comes to being involved in a car crash that you realise how unreliable they are. Signed us up for insurance telling us that an under 25 driver was insured. When it has come time to claim a not at fault collision, it has been rejected because the cover had 'inexperienced driver' not 'age' as the excess. We were not explained this at the time of commitment.
Contacted the company and was told because the original conversation occurred in person, not over the phone there was no evidence/recording and that we essentially had no rights.
Company doesn't care about customers, only about dollars.
Wouldn't recommend to anyone.
Bureaucratic, argumentative & unpleasant to deal with
** Don't bother to contact them through Facebook as requested - there is no outcome from doing that. **
Bureaucratic, argumentative & unpleasant to deal with - and I am just trying to get a list of the claims I have made so I can get quotes from other companies.
I had the same problem last year and ended up staying with them just because I couldn't get the information I needed in time. Surely this is illegal.
Update: I eventually got the information I needed - in just a couple of minutes - on the 5th phone call. Why were the other 4 people...so argumentative & unpleasant to deal with? I shouldn't need to make 5 phone calls in the hope of getting lucky and finding someone knowledgeable & helpful. I will be leaving this company even if it costs me money.
Thank you for the prompt service
While customer service can be a little slow in responding (heavy workload possibly??) I am very happy with the value of the service provided to me. It's the first time I had to submit a claim and the outcome was excellent. Good repairer, good customer service by CGU in resolving the matter. Thank you!
The Worst Insurance decision of my life.
The worst experience ever. I will never recommend CGU and cannot wait for the day I leave. CGU do not deserve a 1 star rating but that is the lowest I can give them.
Been with them 6mths.
I have contacted CGU over 10 times over 3wks and have never had a response.
There communication systems are call centres overseas and the assessor here never speaks to you. They have had my car 3 wks and they treat people with total disregard.
I contacted the financial obudsmen and they referred me back to cgu.
3 wks no car and no response from assessor after multiple phone calls and emails.
Never use this company is my recommendation.
The worst vehicle insurer in Australia
I am comprehensively insured with CGU. I had an accident where the other driver was at fault. Communication is absolutely terrible. You speak with offshore human robots in Manila that don’t waver from their script. Anything they can’t handle is referred to assessors that don’t make contact with you as promised. I have been waiting 2 months for repairs. Be warned, CGU is part of Insurance Australia Group which includes SGIO, SGIC and Swann Insurance amongst others. I got on to CGU when I was police officer through Police Credit in Victoria (now...Bankvic). I’ll be letting Bankvic know that an insurer they recommend is the worst I have ever had to deal with and once my claim is finalised. Never, ever again will I insure with this company or one of the other insurers that are part of insurance australia group (iag). Emergency service workers and government employees stay well away from this insurer and other iag insurance companies.
Poor insurance company
My car was stolen for two months,Without compensation, they also asked the investigator to conduct a comprehensive investigation of me, including your income, your friends, call records,After two months, the police found my car. I need some repairs. They still try to stop me from repairing.I haven't fixed my car until now.During the claim period, you must pay for your insurance.Don't apply for this insurance company. They only try a thousand ways to make no claims! Very bad
CGU got my policy wrong after a month, yeah right.
Hit from behind 1 month ago agreed a figure after 3 weeks CGU got policy wrong and I have to deal with 3rd party insurer Asked to get pictures of car but it has moved from Dandenong to Pickles Dodgy.
Never again with this insurer
I made a claim after being involved in a collision. Imagine my horror when told less than 24 hours later by my "case manager" that they DON'T investigate and only go on the statements. As I said my INTENTION was to merge, the person who's supposedly supposed to work for me deemed me to be at fault. I hadn't changed lanes, the person on the phone who I initially contacted had written it up as I had, the email that I received said that I had, when I queried that and asked it to be changed, nothing was done. 85 days later when I ring to find out w...here the matter was at, was told it had been closed within days, had not been investigated because I was at fault and the other party had already been paid. When I escalated the matter was told that the initial woman who made the decision had admitted my liability to the other insurance company within days, had not sighted a statement or diagram at all, I was told she would be "retrained". When i pushed further was again told that the guy who was looking into would not change the decision, had not sought any CCTV footage himself had not read the statement or seen a diagram from the other party. Also stated if I could supply the CCTV footage or wanted the phone calls listened to I had to pay! Needless to say I have cancelled my car insurance and home and contents policies with this company and hope anyone else considering this company be very cautious, they're not working on your behalf at all.
Terrible doesn’t even begin to describe this company
3 weeks ago a CGU client ran into the back of our car. Our car is unable to be driven. My husband was waiting so long on the phone to get through to CGU that twice he gave up. When he finally got through he was told there was “a hold up” but no further details. CGU have made no effort to contact us despite photos and their form being forwarded from the panel beaters.
We a struggling with one car- 2 of us working full time and a school child. We are NOT at fault!! Why should we be made to wait! Disgraceful lack of service and understanding. Would never insure with CGU
Hopeless service from CGU
we were with CGU for over ten years. we have never make a claim until recently i had a car accident and i was my fault. CGU was quick at getting my car fixed but did not deal with the third party insurer properly. I was told by the third party insurer that CGU did not even respond to her emails and phone messages. Eventually I received a letter from the third party insurer that i must respond within 7 days otherwise they will take legal action against me. Cant understand why they are not doing the work when all information have been given.
An...other thing, they keep putting me on the phone to people who either can't understand or speak English properly or people who have not idea what is going on with my case. Absolutely hopeless company. we are changing our car insurer. CGU, not recommended at all.
one of the worst cgu insurance case manager totally no knowledge
hot line doesn't work. I have been hung up on several times. I have been waiting in line for more than 45 min.
Your team doesn't resolve anything. Doesn't call back when they say they would. Dragging out to pay for my claim and I can't get my car repaired
Absolutely ridiculous and useless company. one accident aske pay do claim to spertate what a joke.. give me a date to fix car next may 8th 2019... they said not sure what will happen . no contact nothing further information
Appalling experience - still dragging on through numerous communication breakdowns
Having been with CGU for years we will be looking elsewhere to cover insurance for all our family and business vehicles. I'm in the middle of a vehicle claim that has been ongoing since October and am appalled at the repeated communication failures that continue to this very minute. From the telephone system being in a state of disrepair and not up to the task (almost guaranteed to get cut off during a transfer then told repeatedly that it is a 'hot transfer' issue that has been going on for months) ..... to the photographs of my car being sent...through to the assessor and getting lost in the system .... to finally being reunited with my car and literally not recognising it as the smash repairer had resprayed wrong colour as he was never given details or photos of the car .... to the seemingly endless following up as the 'promised return calls' never arrived ... to the unanswered emails ... I'm on the phone now and the CGU rep on the other end has blamed a previous colleague for not being 'much chop' and keeps calling me 'love' [I am not your love; I am a customer] ... to the complaints process being directed to the wrong person. How CGU survives in the modern world of business is beguiling. I suspect I'll get a note saying "Thanks for the feedback and we're sorry ... blah blah ... please contact us on facebook. No, I don't use FB for that and no I'm not calling yet again to discuss and never hear from anyone again. CGU is a broken entity and I would recommend people take their business somewhere else.
Phone line doesn't work. I have been hung up on several times. I have been waiting in line for more than 45 min.
Your team doesn't resolve anything. Doesn't call back when they say they would. Dragging out to pay for my claim and I can't get my car repaired
Absolutely ridiculous and useless company
- Comprehensive Car Insurance
- Verified customer
Make the process more stressful, upsetting and horrible.
We decided to use cgu after getting a small discount through our bupa insurance. Unfortunately my husband was involved in a accident and our car came off worse. First thing i did once we did the police report was ring cgu. The first lady was helpful and polite and after taking details let me know that the claims officer would be in touch with in 1 business day. They were. They explained that it would be 2 to 3 business days for the assessor to be in touch. After that i got a email disputing the claim from the other driver. So i rung cgu and sai...d that we were at fault. I was told i needed to pay the $600 excess asap, otherwise my claim would no proceed and then emailed a invoice for the $600. I paid this the next day. I then rung them that day and was told to give it a day for the money to show up. On the friday, 4 days after accident the crash repair company rung and said that the car would be looked at that after noon. It was, and at 4:30pm we rung them and was told it looks fixable. Rung Cgu about the excess payment, told its still not it. Monday morning (yesterday) i got a call from the crash repairer who informed me the car is a write off, come get your stuff and plates so we can move it to the yard for the cgu assessor. We rung cgu that afternoon, still no excess and then i was told that they will just deduct it from the payout. Not once since the wednesday has cgu rung, i don't know where the car is, i don't know where my $600 has gone. I have 5 children and it was the family car, so right now i can't get them anywhere. We did eveything right and everything that was asked only to seem very let down by this company, i am now moving the hubbys work car insurance and the contents insurance to another provider. Update for Wednesday 6th of Feb. The car is now getting re looked at in their "yard", after my husband spent another 20 minutes on the phone to them. Again he had to call. And threaten to take the matter further. the lazy crash repairs had report for 5 days and no one at cgu would think to ring them and ask about it. The assessor who rang me this afternoon was very friendly but again I'm still in the dark as to what is going on. All I want is to know if it is a write off or if it's going to be fixed. So far one call from cgu and one call from the assessor. And 2 from a useless crash repairer. I have also been informed that I was not informed that I could choose my own crash repairer. On the first call I was asked if I wanted my car towed to the closest cgu approved repairer. Which is 20 minutes from where I live. I only found out after the crash and car was removed that I didn't have to use who they told me to take it to. Who had a report for 5 days and then rung to tell me it's a write off with out actually getting cgu assessor opinion on first. And that getting me to remove plates was jumping the gun. Update 14 Feb. Nearly a week after being told it's a write off we are no closer to getting the pay out so we can start getting a new car. I HATE CGU. STAY AWAY
CGU/HBF the worst applying experience
Caveat: HBF and CGU is purely the same. CGU is the insurer for HBF. HBF quote was $2/month more expensive although I got a 5% discount from them due to home insurance :-) PDS, which I read from and to, is 1 to 1 among those. HBF, by the way, when did copy/paste lost some statements' endings :-D
Tried to apply via the CGU Website. For my brand new Tiguan Wolfsburg Edition 2018 + extras the maximum they offered in agreed value was ~$59K when I was paying $65K. The thing is, the car actually MY19 but was manufactured in Dec 2018. In REGO it's 201...
- Verified customer
Terrible claims experience
Would not recommend Cgu as a Insurance company.
My claim has been going for a month I am not closer to finding out if my car will be a write off or repaired the car was towed 3 weeks ago to a repairer after numerous phone calls of cgu wanting me to drive the car without tail lights and a front and back windscreen.
The repairer they towed it to apparently cannot assess hail damage so was advised the car will be towed to a hail cente 50 mins away.
Car has been there 5 days and has still not been assessed.
They cannot tell me where my car is how it was kept if has further water damage from being left in the rain.
20% Premium Increase
After 3 years with CGU (as underwriter for Bendigo Bank Insurance), with no claims (ever!), I was surprised when my annual premium increased by 20%. When they were phoned I was given the usual, pre drafted, spiel about the cost of repairs increasing, I am getting older (a major insult - I am 63 and still working), the car getting older (4 year old Mercedes), the area I live in being high risk (I haven't moved) and the fact it is financed (no it isn't - but why should that matter?). One phone call to one insurance company and CGU's premium was a...lready reduced by 28%. Penalising loyal customers for being loyal and not claiming isn't a sound business model. On face value the cost of the banking enquiry is being passed on via secondary products.
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Questions & Answers
Is there a branch where you can visit to talk to someone face to face?
Hi Dom, we don't have any branches to visit however if you click this link http://bit.ly/2pbDydv and message us there with your claim details we can have someone contact you to help. ~ Jono
I have full comprehensive private use car insurance with CGU will this insurance cover me if I am doing deliveries for the chemist I work for?
I have just been told by CGU that if my car is a write-off (after an accident that was not my fault), the remainder of my premiums for the year (11 months remaining) would be deducted from the "market value". Is this common business practice?
thank you for your question. Unfortunately it is common practice, not just with CGU, even if there is only one month remaining, as it was in my case.
They even deduct the remainder of the registration and you have to chase it back from the Department of Transport. Cheers Nica
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